AN UPDATE ON COVID-19 AND WHAT IT MEANS TO YOU

If you have difficulty making a payment, it's important that you let us know. We understand this is a very challenging time so please get in touch with us and a member of our team will talk things through with you.

Please call us, click here for details (lines are open Monday to Friday 8am – 8pm and Saturday 8am – 6pm).

Payments can take up to 24 hours to process and show on your Account. If it has been more than 24 hours since you made your payment, please let us know.

Please call our Customer Care Team, click here for details.

If you normally make your payments via Pay Point, the Post Office or by going into the bank, here are some alternative ways for you to pay:

• Pay by debit or credit card via My Account. To do this, log into My Account and choose Make a Payment. This is quick and easy, and you can pay by debit or credit card.
• You can also set up a direct debit via My Account and all you need is your bank account number and sort code.

Yes, we’re still open as normal and delivering. We have put safety measures in place and are closely following the Governments advice.

We have made some changes to how we operate in response to the coronavirus outbreak.

Our carriers are still delivering smaller items, but we are currently unable to deliver larger items requiring 2 people to GY and JE postcodes in line with current restrictions.

Yes, we are still delivering both small and large items, but we have made some changes to our services. Details are provided in the questions below.

All our fulfilment colleagues and delivery carriers are adhering to safety measures in place to protect our customers and colleagues against the spread of the coronavirus.

On smaller items we continue to deliver to Home and Click & Collect locations. You will be presented with the accurate delivery time for each item in your basket at checkout. At busy times this may be a little longer than normal.

On most large items, you can book your preferred day for delivery at checkout. Some items, direct from our suppliers, require a little more time and we’ll be in touch to discuss your delivery once it's ready. In all cases we’ll contact you before we arrive to arrange a doorstep, safe place or room of choice delivery.

For all existing orders you can check the delivery status within 'My Account' via our website or the App.

Please use 'My Account' to check the delivery date and status of your current orders.

Please see ‘are delivery times affected’ for the latest information on our delivery timeframes.

We and our partners continue to review our delivery services in line with Government and Public Health England guidelines.

Small items
Where possible items will be left in your safe place - you can help by ensuring you have updated 'My Account' with the best safe place to leave your parcel.

For items that previously required a signature (or when no safe place has been provided) our delivery drivers will place your parcels on the doorstep, knock and move to a safe distance. They will then ask you to confirm your details.

Large items
For delivery of larger items, we’ll contact you before we arrive to arrange a doorstep, safe place or room of choice delivery.

Wherever possible we are still offering room of choice delivery. Details of what you will need to do will be provided on the pre-delivery call, but we ask only one member of the household (over 18 years) is present, the recipient wears a mask and a minimum of 2 metres is maintained throughout the delivery. In addition, where possible, we are able to offer unpacking, installation and assembly services.

Please note, when we contact you before we arrive, we will ask you a number of COVID-19 related questions e.g. if anyone is self-isolating, which may impact the delivery and added service options available on the day.

Some of our products come direct from our suppliers and not all are offering room of choice delivery at this moment. The delivery available will be confirmed when the supplier books the delivery date with you and if an installation or assembly service is available, you will find the options on the product page.

On larger deliveries we’ll contact you before we arrive to arrange a doorstep, safe place or room of choice delivery.

Wherever possible we are still offering room of choice delivery. Details of what you will need to do will be provided on the pre-delivery call, but we ask only one member of the household (over 18 years) is present, the recipient wears a mask and a minimum of 2 metres is maintained throughout the delivery.

In addition, where possible, we are able to offer unpacking, installation and assembly services.

Please note, when we contact you before we arrive, we will ask you a number of COVID-19 related questions e.g. if anyone is self-isolating, which may impact the delivery and added service options available on the day.

Some of our products come direct from our suppliers and the services available may differ. The delivery available will be confirmed when the supplier books the delivery date with you and if an installation or assembly service is available, you will find the options on the product page.

Where possible, we are able to offer unpacking, installation and assembly services.

When we contact you before we arrive, we will ask you a number of COVID-19 related questions e.g. if anyone is self-isolating, please note this may impact the added service options available on the day.

There are some product exceptions to this, based on specific suppliers, you will be provided with the available options on the individual product page.

Most Collect Plus stores and Post Office counters remain open wherever possible for deliveries and returns. Please check that your local point is still open and safe to use before making the choice.

A very small number of stores are currently closed and have been removed from the list of available stores at checkout. Please check here https://www.collectplus.co.uk/store-locator or Royal Mail at https://www.postoffice.co.uk/branch-finder.

If you can no longer collect the item
You may receive prompts to collect your parcel but if it's not collected within 10 Days the parcel will be returned to us and a refund arranged back to your account or method of payment within 14 days.

If your Click & Collect location is now closed
If your parcel has already been delivered the store will arrange for the parcel to be returned to us and a refund will be processed back to your account or method of payment within 14 days will be processed.

If your parcel has yet to be delivered, then it will be redirected to a nearby store and you will be notified of where your parcel can be collected from.

Our standard Approval Guarantee returns window is 28-days. We will replace or refund most goods provided they are returned to us within this period, if they are unused, in their original packaging and with any security tags intact. Please see our Returns Policy 'Help & FAQs'.

Small items

Most Collect Plus stores and Post Office counters remain open wherever possible for deliveries and returns. Please check that your local store is still operating by visiting https://www.collectplus.co.uk/store-locator or Royal Mail at https://www.postoffice.co.uk/branch-finder.

Large items

Please request a return by calling our Customer Service Team within the 28-day approval period to inform us you would like to return the item.

We are able to offer our home collection service from within your home or from the doorstep, we will call you on the day of collection to confirm which option you would like.

Our collection crew will call you when they are outside your home to advise you of the process to follow; this will include a clear pathway to the product, doors open and ensuring a minimum of 2 meters distance is maintained throughout the collection.

When we contact you before we arrive, we will ask you a number of COVID-19 related questions e.g. if anyone is self-isolating, please note this may mean we ask you to bring the item outside.

Please note, for some items one of our suppliers may collect the item directly, when you contact us to request the return we will inform you about this process and some may currently be unable to collect from within your homes.

Advanced credit refunds will continue to be available for eligible items and orders.

You can arrange a return for faulty items via the Returns tab in 'My Account'.

You can access this information from the 'My Account' section of the website, or the app is a really easy way to track order status, payment and returns. If you are experiencing any problems, please see our 'Help & FAQs' section where we will be able to answer your queries.

We’re really sorry that you are not happy with our service. If you need to contact us, you can do so via the following channels and we’ll do our very best to put things right;

• Call our Customer Care Team, click here for details.
• Or you can write to us at:
  Very
  Customer Excellence
  Sandringham House
  Sandringham Avenue
  Chelmsford,
  CM92 1LH

Our Customer Care team is available to support you. As we take measures to protect our team we have fewer advisors than normal taking calls right now, this may mean a longer wait than usual at peak times.

If your complaint relates to your Payment Protection Insurance Policy (PPI), please click here.

To view our Published Complaint Report, please click on the attachment: Published Complaints Report

To view our Financial Services Complaints Procedure, please click on the attachment: Financial Services Complaints Procedure

Please see below link to the European Commission's Online Dispute Resolution Platform - https://ec.europa.eu/consumers/odr/

We are having to change the way we work to ensure the safety of our colleagues and it is taking us longer than usual to respond to complaints and queries. However please be assured that your complaint is very important to us and we will respond as soon as we can. In the meantime, we will provide regular updates in relation to the progress of your complaint.

Our Customer Care team is available to support you with any issues or queries you may be experiencing. As we take measures to protect our team we have fewer advisors than normal taking calls right now, this may mean a longer wait than usual at peak times.

We would ask that you use our online support wherever possible e.g.

• 'My Account' to check your balance, orders, returns, make a payment etc.
• 'Help & FAQs' to help resolve most everyday queries.

If your query remains though please don’t hesitate to contact us by calling our Customer Services Team, click here for details. We are here to help you.

Every one of our colleagues who can work from home is working from home. For colleagues who cannot work from home, we are following all government guidelines and have introduced new measures to keep our colleagues safe on our sites. These include strict social distancing and enhanced hygiene measures.